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Anak Agung Putu Agung Suryawan Wiranatha
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Agriculture, Biological Sciences & Forestry

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Analisis Kepuasan Konsumen Terhadap Kualitas Produk Dan Layanan Pada Mie Gacoan Jimbaran Kabupaten Badung Bali Asma Wati; Anak Agung Putu Agung Suryawan Wiranatha; Cokorda Anom Bayu Sadyasmara
JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI Vol 11 No 1 (2023): Maret
Publisher : Department of Agroindustrial Technology, Faculty of Agricultural Technology, Udayana University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24843/JRMA.2023.v11.i01.p07

Abstract

Mie Gacoan is a culinary business that is currently experiencing development, especially in the Bali area. This makes the manager of Mie Gacoan have to choose a suitable strategy to be able to survive with competitors. This study aims to determine the quality attributes of products and services that are considered important and analyze the level of conformity of expectations and overall consumer satisfaction with the quality of products and services and determine the attributes that need to get priority from Mie Gacoan in order to maintain and increase consumer satisfaction. The methods used are Importance Performance Analysis and Customer Satisfaction Index. The sampling technique in this study was purposive sampling. The results showed that the attribute of the highest degree of conformity in product quality was the variety of the beverage menu by 101.21% and the attribute of the lowest degree of conformity was the level of food maturity of 86.22%. The attributes of the highest degree of conformity to the quality of service are Toilet cleanliness by 98.36% and neat appearance of employees with a degree of conformity of 98.26%. While the lowest attribute is the Timeliness of presentation of 83.29%. The attributes that must be prioritized are the attributes contained in quadrant A, namely the level of maturity of food and beverage taste for product quality, while the attributes of service quality are Punctuality of serving, Speed of employees in serving consumers and Dexterity of cashiers in serving consumers. The CSI results showed that all attributes of product and service quality were considered very important by consumers with an average number of MIS values greater than 4.20 and a consumer satisfaction rate of 81.65% with the category of very satisfied for product quality and 79.21% with the category of satisfied for service quality.
Analisis Kepuasan Konsumen Terhadap Kualitas Produk dan Layanan Pada Food Court Opa Kumis Menggunakan Metode Importance Performance Analysis Jeckson Pardomuan Marpaung; Anak Agung Putu Agung Suryawan Wiranatha; I Ketut Satriawan
JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI Vol 11 No 3 (2023): September
Publisher : Department of Agroindustrial Technology, Faculty of Agricultural Technology, Udayana University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24843/JRMA.2023.v11.i03.p01

Abstract

The purpose of thisstudy were to determine (i) the attributesthat are considered important by consumersin order to achieve customer satisfaction, (ii) the level of customer satisfaction on products and servicesquality, and (iii) the attributes that need to be improved to provide a better customer satisfaction.Research was conducted at the Opa Kumis Jimbaran Food Court. Data was obtained throughquestionnaires that filled in by 100 respondents. This study used the Importance Performance Analysis(IPA). The results showed that the attribute that had the highest level of product satisfaction was theprice (100.47%) while the lowest was other product offerings (88.16%). The attribute that has thehighest level of service satisfaction was a comfortable interior design and a safe parking space(100.23%) while the lowest was the waiter's understanding of consumer requests (85.14%). Attributesthat need to be improved in terms of products are the menu prices offered are affordable, the food pricesare in accordance with the portions, the decorations on the dishes provided are attractive, thesambal/sauce and soy sauce are always available, and the food menu offered is always available.Meanwhile, in terms of service, the waiters look neat, the interior and exterior designs arecomfortableand safe, the alertness of the waiters to clean the finished consumer tables. Keywords : Customer satisfaction, Importance Performance Analysis, product quality, service quality Tujuan dari penelitian ini adalah untuk mengetahui (i) atribut-atribut yang dianggap penting olehkonsumen dalam rangka mencapai kepuasan pelanggan, (ii) tingkat kepuasan terhadap kualitas produkdan pelayanan, dan (iii ) atribut yang perlu ditingkatkan untuk memberikan kepuasan pelanggan.Penelitian dilakukan di Food Court Opa Kumis Jimbaran. Data diperoleh melalui kuesioner yang diisioleh 100 responden. Penelitian menggunakan metode Importance Performance Analysis (IPA). Hasilmenunjukkan bahwa atribut yang memiliki tingkat kepuasan tertinggi terhadap produk adalah hargamakanan (100,47%) sedangkan yang terendah adalah penawaran produk lain (88,16%). Atribut yangmemiliki tingkat kepuasan pelayanan tertinggi adalah desain interior yang nyaman dan tempat parkiryang aman (100,23%) sedangkan terendah adalah pemahaman pelayan terhadap keinginan konsumen(85,14%). Adapun atribut yang menjadi prioritas untuk ditingkatkan dari segi produk adalah harga menuyang ditawarkan terjangkau, harga makanan sesuai dengan porsi, hiasan pada hidangan yang diberikanmenarik, sambal/saos dan kecap selalu tersedia, dan menu makanan yang ditawarkan selalu tersedia.Sedangkan dari segi pelayanan ialah pelayan berpenampilan rapi, desain interior dan eksterior yangnyaman dan aman, kesigapan pelayan membersihkan meja konsumen yang telah selesai Kata kunci : Kepuasan pelanggan, Importance Performance Analysis, kualitas produk, kualitaspelayana
Analisis Brand Switching Penggunaan Aplikasi Food Delivery Order Online dengan Menggunakan Metode Rantai Markov oleh Mahasiswa Universitas Udayana Di Jimbaran Bali Frida M Siahaan; Anak Agung Putu Agung Suryawan Wiranatha; I Made Mahaputra Wijaya
JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI Vol 11 No 4 (2023): Desember
Publisher : Department of Agroindustrial Technology, Faculty of Agricultural Technology, Udayana University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24843/JRMA.2023.v11.i04.p05

Abstract

Online food delivery orders are a means of connecting consumers with online culinary businesses. This study aims to determine the characteristics of consumers, especially Unud students who live in the Udayana University Jimbaran Bali campus environment who use online food delivery orders, and analyzing the possibility of brand switching from several online food delivery order platforms used in the next five years, as well as predicting a market share balance that will occur in the long term. The data used in this study is primary data collected by distributing questionnaires to 100 students as respondents. Analysis of brand switching and market share balance using the Markov Chain method with the help of QM 5.3 for Windows software. The results showed that characteristics of student respondents who became online food delivery order customers were dominated by women aged around 21-23 years, and amount of expenditure to buy food and drinks online was around IDR 500,000-IDR 1,000,000/month. with an average of 2- 3 orders/week. The reason for respondents using food delivery services is practicality ordering food, and taking advantage of existing promotions. Respondents found information about the platform from social media advertisements. The market share of the online food delivery order platform in first period is known to be Gofood leading with a market share of 43%, Grabfood (17%) Shopeefood (38%) and other platforms (2%). second period there will be a decrease from Gofood to 40.88%, Grabfood (15.76%) and an increase on the Shopeefood platform to 40.36% and other brands (3%). In third period and onwards there will be changes the market share of each platform, and in fifth period Gofood's market share will drop to 40.26%, Grabfood (15.01%), but Shopeefood will increase to 41.70% and other brands ( 3.03%). The equilibrium point is predicted to be reached in the 71st period, with Gofood's market share of 41.0%, Grabfood (15.4%), Shopeefood (42.5%) and other platforms (3.1%). Keywords: Brand Switching, Markov Chain, Gofood, Grabfood, Shopefood Food delivery order online merupakan sarana penghubung konsumen dengan usaha kuliner secara online. Penelitian ini bertujuan untuk mengetahui karakteristik konsumen khususnya mahasiswa Universitas Udayana yang tinggal di lingkungan kampus Universitas Udayana Jimbaran Bali pengguna food delivery order online, dan menganalisis kemungkinan terjadinya brand switching dari beberapa platform food delivery order online yang digunakan dalam lima tahun kedepan, serta memprediksi terjadinya keseimbangan pangsa pasar yang terjadi dalam jangka panjang. Data yang digunakan dalam penelitian ini adalah data primer yang dikumpulkan melalui penyebaran kuesioner kepada 100 mahasiswa sebagai responden. Analisis brand switching dan keseimbangan pangsa pasar menggunakan metode Rantai Markov (markov chain) dengan bantuan software QM 5.3 for Windows. Hasil penelitian menunjukkan karakteristik responden mahasiswa menjadi pelanggan food delivery order online didominasi perempuan, usia sekitar 21-23 tahun, besarnya pengeluaran pembelian makanan/minuman secara online sekitar Rp.500.000-Rp.1.000.000 per bulan, dengan rata-rata melakukan 2-3 kali pemesanan per minggu. Alasan responden menggunakan jasa pesan-antar makanan adalah kepraktisan melakukan pemesanan makanan, dan memanfaatkan promosi. Responden mengetahui informasi platform food delivery order online dari iklan media sosial. Pangsa pasar dari platform food delivery order online periode 1 diketahui Gofood memimpin dengan pangsa pasar sebesar 43%, Grabfood (17%) Shopeefood (38%) dan platform lainnya (2%). Periode 2 terjadi penurunan Gofood menjadi 40,88%, Grabfood (15,76%) dan peningkatan Shopeefood 40,36% dan merek lainnya (3%). Periode 3 dan seterusnya terjadi perubahan pangsa pasar masing-masing platform, dan pada periode 5 pangsa pasar Gofood turun menuju 40,26%, Grabfood (15,01%), namun Shopeefood mengalami peningkatan menjadi 41,70% dan merek lainnya (3,03%). Titik ekuilibrium diprediksi tercapai pada periode ke 71, dengan pangsa pasar Gofood sebesar 41,0%, Grabfood (15,4%), Shopeefood (42,5%) dan platform lainnya (3,1%). Kata kunci: Brand Switching, Rantai Markov, Gofood, Grabfood, Shopeefood
Co-Authors Asma Wati Frida M Siahaan I Ketut Satriawan I Made Mahaputra Wijaya Jeckson Pardomuan Marpaung